Great for Tracking Ticket Status & Agent Performance

What are the best aspects of this product?

ProProfs Help Desk is perfect for keeping track of assigned and pending tickets, new tickets generated, and which agents are working on them. Besides, the tool helps in evaluating agents’ performance. Its powerful reporting system gives a sneak-peek into the average rating received by agents, pending tickets, and the total number of tickets resolved. This helped us gain a clear picture of how our customer support function is performing.

What aspects are problematic or could work better?

We didn’t face any issue that’s worth mentioning. The experience with the product was quite seamless.

What features/services would you like to see in future versions of this product?

We’d like to see more integrations with popular knowledge bases and live chat tools. That would make the product even more helpful.

What specific problems in your company were solved by this product?

We wanted to assess the productivity level of our agents as well as the overall functioning of the customer support function. That’s where this product helped us. Its reporting system gives us a clear picture of how well our agents are performing, the total number of tickets we have closed successfully, and those that are pending and receive immediate attention.

Are you a current user of this product?

No